For the 2021 CX Trends, we’re going to look past the pandemic into the near (hopefully) future and lay out a step-by-step blueprint of what the contact center should resemble. We’ll tackle the obvious changes like remote agents and cloud-based software, but we’ll also dig deeper into post-pandemic economics, advanced AI solutions, and why software vendor relationships will be more important than ever. 2020 has been one heck of a roller coaster, so now let’s turn to calmer waters as we outline the ABCs of the Post Pandemic Contact Center.